Form 1010 2017 1010 MHA Mobile 2-21-2017 B

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Overview

How to read this file
Survey Invitation
Welcome and Thank You Text
Model Questions
New Mobile CQs

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Sheet 1: How to read this file

Survey Invitation
This is the standard survey invitation. Default text is included. If you would like to modify this text please check with your analyst/client manager.
Welcome and Thank You Text
The text you see here will appear at the top and bottom of your survey. Default text is included and you may modify this text as needed.
Model Questions
As discussed during the kick-off call, the model questions are part of the ForeSee methodology. For consistency within the model, these questions are standardized and have been tested and validated. Standardization of model questions allows benchmarking across companies/industries, and these questions are used in calculating scores and impacts.
Focus on the future behaviors; I’ve started with some that I believe are a good fit but we can certainly make adjustments. These are desired customer outcomes that are impacted by customer satisfaction.
Custom Questions
When reviewing the custom questions tab, keep in mind these questions are used for segmentation analysis of the model data. It is suggested that you add, delete or change custom questions over time, as your needs or business objectives change.
Focus Area #1: Achieving Actionable Data - Know what changes are being made based on the intelligence - Change Custom Questions so that stakeholders see a clear “must do”
Focus Area #2: Aligning Data to Business Strategies - Update your Custom Questions as business cycles change - Integrate Executive Level questions to evaluate initiatives
Focus Area #3: Strategic and Tactical Value - Influence Board Room Decisions - Change Operational Approaches - Mature Your Research
Making Changes
Simply make the change that you desire and highlight that change with a different color text. Red works well because it stands out. If the change is "complicated" a brief explanation about what you would like to accomplish will help us understand your request and figure out the best way to implement. -Or- Just give us a call; talking through changes over the phone makes it quick and easy.

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Sheet 2: Survey Invitation

	This is the standard survey invitation.
	Default text is included. If you would like to modify this text please check with your analyst/client manager.
	Survey Invitation Text				Survey Invitation Text (STEP 1)
	Desktop				Tablet / Phone
		We'd welcome your feedback!				We'd welcome your feedback!
		Thank you for visiting our website. You have been selected to participate in a brief customer satisfaction survey to let us know how we can improve your experience.				Can we email or text you later a brief customer satisfaction survey so we can improve your mobile experience?
		The survey is designed to measure your entire experience, please look for it at the conclusion of your visit.				(Button text) No, thanks Yes, I'll help
		This survey is conducted by an independent company ForeSee, on behalf of the site you are visiting.			Survey Invitation Text (STEP 2)
					Tablet / Phone
		(Button text) No, thanks Yes, I'll give feedback
						Thank you for helping!
	Example Desktop
						Please provide your email address or mobile number (US and CA only). After your visit we’ll send you a link to the survey. Text Messaging rates apply.
						(Button text) Cancel email/text me
					Examples Tablet / Phone

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Sheet 3: Welcome and Thank You Text

	The text you see here will appear at the top and bottom of your survey, examples below.
	Default text is included and you may modify this text as needed.
	Welcome and Thank You Text
		Welcome Text		Welcome Text - Tablet / Phone
		Thank you for visiting makinghomeaffordable.gov. You've been randomly chosen to take part in a brief survey to let us know what we're doing well and where we can improve. Please take a few minutes to share your opinions, which are essential in helping us provide the best online experience possible.		Thank you for visiting makinghomeaffordable.gov. You've been selected to participate in a brief survey to let us know how we can improve your experience. Please take a minute to share your opinions.
		Thank You Text		Thank You Text - Tablet / Phone
		Thank you for taking our survey - and for helping us serve you better. Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.		Thank you for taking our survey - and for helping us serve you better. We appreciate your input!
		Example Desktop		Example Mobile

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Sheet 4: Model Questions

Model Name		MHA Mobile 2017					Red & Strike-Through: Delete
Model ID							Underlined & Italicized: Re-order
Partitioned		Yes - 2MQ					Pink: Addition
Date		5/1/2016					Blue: Reword
	Label	Element Questions		Label	Satisfaction Questions		Label	Future Behaviors
		Look and Feel (1=Poor, 10=Excellent, Don't Know)			Satisfaction			Brand Confidence (1=Not At All Confident, 10=Very Confident)
1	Look and Feel - Appeal	Please rate the visual appeal of this mobile site.	16	Satisfaction - Overall	What is your overall satisfaction with this mobile site? (1=Very Dissatisfied, 10=Very Satisfied)	19	Brand Confidence	Please rate your level of confidence in U.S. Department of Treasury - MHA.
2	Look and Feel - Balance	Please rate the balance of graphics and text on this mobile site.	17	Satisfaction - Expectations	How well does this mobile site meet your expectations? (1=Falls Short, 10=Exceeds)			Recommend Company (1=Very Unlikely, 10=Very Likely)
3	Look and Feel - Readability	Please rate the readability of the pages on this mobile site.	18	Satisfaction - Ideal	How does this site compare to your idea of an ideal mobile site? (1=Not Very Close, 10=Very Close)	20	Recommend Company	How likely are you to recommend U.S. Department of Treasury - MHA to someone else?
		Site Performance (1=Poor, 10=Excellent, Don't Know)						Return (1=Very Unlikely, 10=Very Likely)
4	Site Performance - Loading	Please rate how quickly pages load on this mobile site.				21	Return	How likely are you to return to makinghomeaffordable.gov using your mobile device?
5	Site Performance - Consistency	Please rate the consistency of speed from page to page on this mobile site.
6	Site Performance - Completeness	Please rate how completely the page content loads on this mobile site.
		Navigation (1=Poor, 10=Excellent, Don't Know)
7	Navigation - Organized	Please rate how well this mobile site is organized.
8	Navigation - Options	Please rate the options available for navigating this mobile site.
9	Navigation - Layout	Please rate how well the mobile site layout helps you find what you need.
		Information Browsing (1=Poor, 10=Excellent, Don't Know)
10	Information Browsing - Sort	Please rate the ability to sort information by criteria that are important to you on this mobile site.
11	Information Browsing - Narrow	Please rate the ability to narrow choices to find the information you are looking for on this mobile site.
12	Information Browsing - Features	Please rate how well the features on the mobile site help you find the information you need.
		Site Information (1=Poor, 10=Excellent, Don't Know)
13	Site Information - Thoroughness	Please rate the thoroughness of information on this mobile site.
14	Site Information - Understandable	Please rate how understandable information is on this mobile site.
15	Site Information - Answers	Please rate how well the information provides answers to your questions.

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Sheet 5: New Mobile CQs

Model Instance Name:

red & strike-through: DELETE

MakingHomeAffordable.gov

underlined & italicized: RE-ORDER

MID: NEW

pink: ADDITION

Date: 02.17.2017

blue + -->: REWORDING

MakingHomeAffordable.gov CUSTOM QUESTION LIST

QID

QUESTION META TAG

Skip Logic Label

Question Text

Answer Choices (limited to 50 characters)

Skip to

Required Y/N

Type (select from list)

Special Instructions

CQ Label

Visit Frequency

How frequently do you visit this site?

This is my first visit

Y

Radio button, one-up vertical

Frequency

Daily

Weekly

Monthly

Every few months or less often

Role

What is your role in visiting the site today?

Homeowner (non-military/veteran)

A

Y

Radio button, one-up vertical

Skip Logic Group

Role

Rental property owner

A

Military/veteran homeowner

A

Friend/family member of homeowner

A

Real Estate professional

Lender participating in the MHA program

Housing Counseling or Community organization

Other, please specify

C

A

Please indicate which of the following describes the current situation(s). (Please select all that apply.)

Behind/struggling on mortgage payments

Y

Checkbox, one-up vertical

Skip Logic Group

Situation

Considering/need to refinance mortgage (Owe more on home than it is worth)

Considering sale of my primary residence (Paying mortgages on multiple properties)

Received foreclosure notice from my bank

Change in income/job loss

Other, please specify

B

B

Please describe the current situation.

N

Text area, no char limit

Skip Logic Group

OE_Situation

C

Please describe your role in visiting this site.

N

Text area, no char limit

Skip Logic Group

OE_Role

Primary Reason

What is the primary reason for your visit today?

Understand the program guidelines

Y

Radio button, one-up vertical

Skip Logic Group

Reason

Learn how to apply for a modification and what is needed

Find the necessary forms to apply for a modification

AA

Contact the HOPE Hotline to speak with somebody about my situation

B

Get additional assistance about my current application

Report lending misconduct or fraud

C

Learn how to apply for a refinance

D

Get additional help with a current modification

Other, please specify

E

AA

What program are you looking for?

A modification or forbearance program

Y

Radio button, one-up vertical

Skip Logic Group

Program Type

Home Affordable Refinance Program (HARP) or other refinance program

Other, please specify

A1

A1

What other program are you looking for?

N

Text area, no char limit

Skip Logic Group

OE Program Type

B

How likely are you to call the 888-995-HOPE after your site visit today?

1=Very unlikely

Y

Radio button, scale, has don't know

Skip Logic Group

Call Hotline

2

3

4

5

6

7

8

9

10=Very likely

Don't know

C

How likely are you to report any misconduct or fraud from your lender via the Hope Hotline?

1=Very unlikely

Y

Radio button, scale, has don't know

Skip Logic Group

Report Lender

2

3

4

5

6

7

8

9

10=Very likely

Don't know

D

How likely are you to seek counseling help after your site visit today?

1=Very unlikely

Y

Radio button, scale, has don't know

Skip Logic Group

Seek Counseling

2

3

4

5

6

7

8

9

10=Very likely

Don't know

E

Please describe your reason for visiting the site today.

N

Text area, no char limit

Skip Logic Group

OE_Reason

How did you look for information on/navigate the site today? (Please select all that apply.)

Search feature on MakingHomeAffordable site

S

Y

Checkbox, one-up vertical

Skip Logic Group

Look for Info

Third-party search engine (i.e., Google, Yahoo, etc.)

Navigating the site (i.e., top navigation bar, page links, etc.)

N

Other, please specify

AA

AA

Please describe how you looked for information.

N

Text area, no char limit

Skip Logic Group

OE_Look for Info

S

Please tell us about your experience with the site's search feature today. (Please select all that apply.)

Results were not relevant/not what I wanted

Y

Checkbox, one-up vertical

Skip Logic Group

Search Exp

Too many results/I needed to refine my search

Not enough results

Returned NO results

Received error message(s)

Search speed was too slow

I experienced a different search issue (please explain):

BB

Search results were helpful

mutually exclusive

BB

Please describe your search issue.

N

Text area, no char limit

Skip Logic Group

OE_Search Exp

N

How would you describe your navigation experience on this site today? (Please select all that apply.)

I had no difficulty navigating/browsing on this site

Y

Checkbox, one-up vertical

Skip Logic Group

Nav Exp

Links often did not take me where I expected

Had difficulty finding relevant information

Links/labels were difficult to understand

Too many links/navigational options to choose from

Had technical difficulties (error messages, broken links, etc.)

Could not navigate back to previous information

I had a navigation difficulty not listed above:

CC

I had no difficulty navigating/browsing on this site

mutually exclusive

CC

Please describe your navigation difficulty.

N

Text area, no char limit

Skip Logic Group

OE_Nav Exp

Did you find what you were looking for?

Yes

Y

Radio button, one-up vertical

Skip Logic Group

Find

Partially

No, please specify

A

A

What information were you unable to find?

N

Text area, no char limit

Skip Logic Group

OE_Info Not Found

Gender

What is your gender?

Male

Y

Radio button, one-up vertical

Gender

Female

Prefer not to respond

Age

Which category includes your age?

Under 18

Y

Radio button, one-up vertical

Age

18 - 24

25 - 34

35 - 44

45 - 54

55 - 64

65 or older

Prefer not to respond

What improvement would you like to see made to this site?

N

Text area, no char limit

Improvement